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Bilingual Customer Support Specialist

2 months ago

New York, New York, United States Carrie Rikon & Associates, LLC. Full time
Job Overview

Position: Bilingual Spanish/English Customer Service Representative
Location: Onsite Work Required 5 Days a Week
Reports to: Director of Account Services
Employment Type: Temporary to Permanent
Compensation: $19 per hour plus benefits

About Carrie Rikon & Associates, LLC.

We are a prominent organization dedicated to providing exceptional service and support to our clients and their employees. Our commitment to a vibrant, supportive, and innovative workplace ensures that every team member's contributions are valued. Since our establishment, we have focused on delivering superior strategies in employee benefits, tailoring our services to meet the unique needs of various industries while maintaining strict compliance with all applicable regulations.

Role Summary:

As a Bilingual Customer Service Representative, you will play a crucial role in our call center operations, delivering first-rate support and guidance to clients' employees regarding their benefit programs. This position offers the chance to engage with various vendor systems, deepen your understanding of diverse benefit designs, and assist members in optimizing their benefits.

Key Responsibilities:
  • Provide thorough assistance to callers with inquiries related to their employer's benefit offerings.
  • Support members in submitting claims, establishing direct deposits, and issuing new vendor cards.
  • Update and maintain member demographic information across various systems.
  • Assist employees in understanding and utilizing their benefits effectively.
  • Conduct provider searches and enroll dependents to ensure a smooth benefits experience.
  • Act as a liaison for escalated issues, collaborating with Account Managers to resolve complex inquiries.
  • Handle a high volume of calls, employing de-escalation techniques and striving for first-call resolution.
  • Maintain detailed call logs to ensure thorough follow-up and resolution of inquiries.
  • Participate in outreach initiatives, building strong relationships with clients and their employees.
  • Work with a team of account specialists and managers to monitor and address pending eligibility issues.
Qualifications:
  • Outstanding communication skills, with the ability to assist callers clearly and empathetically.
  • Basic knowledge of employee benefits, insurance terminology, and related products/services.
  • Proficient in computer systems, including CRM platforms and Microsoft Office Suite, with a quick learning ability for new software.
  • Experience with office equipment and technologies.
  • Able to manage high call volumes, especially during peak periods, while maintaining a positive and professional demeanor.
  • A collaborative team player who can also work independently.
Why Consider This Opportunity:
  • Competitive salary and benefits package.
  • Opportunities for professional growth and development within a supportive team environment.
  • A culture that prioritizes work-life balance, offering flexible working arrangements.
  • Engagement in meaningful work that positively impacts the well-being and satisfaction of clients and their employees.